Manager, Onboarding & New-to-Bank Operations

WeLab Bank; Hong Kong; On-site; HKD 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Learning and development stipend

Wellness and happiness programs

Comfortable and positive work env with

FREE food and drinks

Work smart, play hard

Job summary

WeLab seeks a Manager, Account Operations (New-to-Bank Operations) to lead onboarding and account maintenance for retail customers across Hong Kong and Shenzhen, ensuring compliant, scalable processes and strong risk controls.

You will drive process improvements, automation and data analytics while coordinating with FCC, Product, Technology and Customer Service teams to support growth and excellent customer experiences.

Qualifications

• Bachelor's degree or above in Business Administration, Finance, Accounting or related disciplines.
• Minimum 8 years of banking operations experience, with at least 3 years in a supervisory or managerial capacity.
• Solid experience in retail banking operations, customer onboarding, account maintenance and customer due diligence processes.
• Sound knowledge of Hong Kong banking regulations, AML/CFT requirements, KYC and CDD frameworks.
• Proven experience in people management, stakeholder management and operational risk management.
• Strong analytical, problem-solving and project management skills.
• Excellent communication and interpersonal skills.
• Proficient in English, Cantonese and Mandarin.

Responsibilities

• Own the end-to-end delivery of New-to-Bank customer onboarding, account maintenance and customer due diligence activities for retail banking customers.
• Oversee the accurate, timely and policy-compliant processing of standard, complex and exceptional cases, including the review and approval of escalated operational matters.
• Provide subject-matter expertise on onboarding controls, account maintenance processes and customer due diligence requirements, while continuously enhancing the customer experience.
• Lead, coach and develop the Hong Kong and Shenzhen teams to achieve operational excellence, high-quality service delivery and departmental objectives.
• Drive employee engagement, performance management, staff development and succession planning, while fostering teamwork, accountability and a strong risk and control culture across both locations.
• Own workforce planning, capacity management and resource allocation to support business growth and changing operational demands.
• Monitor onboarding volumes, productivity, backlogs, capacity utilisation and service-level performance to ensure operational targets and SLA commitments are achieved.
• Prepare management information and analysis on operational performance, capacity and key trends, and identify opportunities to improve resource utilisation and team productivity.
• Ensure onboarding and account maintenance activities comply with AML/CFT, KYC/CDD, regulatory requirements and internal policies.
• Oversee operational risk controls, governance processes, audits, regulatory reviews and control assessments, and drive the remediation of identified risks and control gaps.
• Lead process improvement, automation, AI adoption, digital transformation and system enhancement initiatives to streamline workflows, reduce manual effort, strengthen controls and improve service delivery.
• Partner with Product, Technology, FCC, Operations Risk, Compliance and Customer Service teams on solution design, UAT, implementation, operational readiness and post-launch reviews for new products, services and process enhancements.

Skills

Onboarding operations

People management

Stakeholder management

Operational risk management

Analytics and problem-solving

Project management

Communication and interpersonal skills

Bilingual: English, Cantonese, andMand

Education

Bachelor's degree or above in Business Administration, Finance, Accounting or related disciplines

Job description

WeLab seeks a Manager, Account Operations (New-to-Bank Operations) to lead onboarding and account maintenance for retail customers across Hong Kong and Shenzhen, ensuring compliant, scalable processes and strong risk controls.

You will drive process improvements, automation and data analytics while coordinating with FCC, Product, Technology and Customer Service teams to support growth and excellent customer experiences.